Service quality in the banking industry: an assessment in a developing economy

Emerald - Tập 17 Số 3 - Trang 116-125 - 1999
Madhukar G. Angur1, Rajan Nataraajan2, John S. Jahera3
1Associate Professor of Marketing, School of Management, The University of Michigan‐Flint, Flint, Michigan, USA
2Associate Professor of Marketing, Auburn University, Auburn, Alabama, USA
3Colonial Bank Professor of Finance, Auburn University, Auburn, Alabama, USA

Tóm tắt

Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. However, the five‐factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. Further, although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have higher discriminant validity than SERVQUAL.

Tài liệu tham khảo

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Emerald

Tập 17 Số 3

116-125

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